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Absent customer process

What to do if you or your substitute cannot find the customer

Updated this week

Follow the steps in the Stuart App to complete a successful delivery:

Steps

  1. Send a notification to let the customer know you’re waiting.

  2. While waiting, attempt to call the customer at least 3 times..
    A 8-minute timer will start as soon as you send a notification or make a call.

  3. If the customer is still not responding after 8 minutes and you have tried to call at least 3 times, you will be able to contact Support.

  4. A Support agent will organise a paid return or complete the delivery for you.

Important note:

  • If your phone number is not up-to-date you won’t be able to send a notification or call, please follow this process to update your contact details.

  • If the customer number is missing or incorrect, you will get an error message and you’ll be able to contact support.

  • The notification option is available for some clients only.

Instructions for Alternative Drop-Offs:

If you or your substitute are delivering to any of the following types of drop-offs, please follow these specific steps in the event on an absent customer:

  • Hospitals

  • Offices

  • Schools

  1. Follow the absent customer process by waiting 8 minutes outside the address stated in the notes and call the end-customer 3 times.

  2. If unreachable follow these instructions:

    • For Food deliveries - Please leave the food in a safe space such as the building reception and notify support through the “Absent Customer” bot option.
      More examples of safe spaces can be found here: ​Safe Spaces for Food Deliveries

    • For Grocery and Retail deliveries - you or your substitute will need to return these packages back to the original pick-up location. Please notify support through the “Absent Customer” bot option to arrange your return.

Important to note:

  • Please do not return packages without the approval of support

  • If you or your substitute need to return the package please follow the returns process here

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